An exciting opportunity has become available to join our complaints team. We are seeking a highly motivated and customer-focused Complaints Resolution Officer to support our housing service in delivering high-quality, resident-centred complaint handling.
As part of the wider corporate complaints team, and working closely with the Complaints Lead, you will assist housing colleagues in investigating and responding to complaints. You will play a key role in ensuring timely resolutions, identifying learning opportunities, and following up on actions to ensure we deliver on our commitments to our residents.
With a strong emphasis on customer engagement, you will bring substantial experience in customer service within a complaint resolution role. You will be confident communicating with a wide range of audiences, with the ability to translate technical information into clear, accessible language. Building effective working relationships with colleagues across the organisation is essential. Experience within the housing sector would be advantageous, though not essential.
In return, we offer a competitive benefits package, including incremental pay progression, generous annual leave entitlement, flexible working arrangements, a staff discount scheme, and membership of the Local Government Pension Scheme.
'From April 2027, Guildford Borough Council and Waverley Borough Council will become part of the new West Surrey unitary council, as part of a major local government reorganisation across Surrey. This change will see the current twelve councils replaced by two new authorities: East Surrey and West Surrey. West Surrey will cover the areas currently served by Guildford, Waverley, Runnymede, Spelthorne, Surrey Heath and Woking.
As we move toward this transition, we remain focused on delivering high‑quality, value‑for‑money services and staying true to our shared values: Collaboration, Wellbeing, Trusted, Value for Money and Professionalism.
Joining us at this point in our journey offers a unique opportunity. You will gain valuable experience, benefit from extensive training and development, and play an active role in one of the most significant local government transformations in the past 50 years. You’ll be part of a collaborative, supportive organisation where your ideas and contributions will directly help shape the future of public services across West Surrey.
Together, we will ensure a smooth transition and continue to provide excellent services for residents now and into the future.
If you’re looking for a role where you can grow, make an impact and be part of meaningful change, we’d love to hear from you.'
About Guildford
Guildford is a regional centre for leisure, business, education, shopping and culture set in beautiful countryside that includes the Surrey Hills Area of Outstanding Natural Beauty. Guildford is a thriving market town and is a principal shopping destination with a vibrant night time economy. The town’s geographical location provides excellent transport links in all directions, London is just 30 minutes away on the train and the town is well-served by frequent bus routes and subsidised Park and Ride facilities. All of this contributes to a quality of life that attracts many people to live, work in and visit Guildford.
We are an equal opportunity and Disability Confident employer and value diversity. All employment decisions are made on the basis of qualifications, merit and business need. Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and post-holders to share this commitment. To fulfil this commitment we have robust systems in place for the safe recruitment of staff and volunteers.
